Frequently Asked Questions

I received a “Did Not Test” notification or call:

Your alarm system is programmed to automatically send a daily test to our central station to confirm there is still communication between your system and the station. It is common to receive this notification occasionally, as phone lines, cellular radios and internet communicators can sometimes have a “hiccup”. If you receive this notification for two consecutive days, please call our office as there may be an issue.

I received a “Communication Failure” notification or call:

This notification means your system is failing to communicate with our central station. It is important to contact us during normal business hours if you receive this notifice. A communication failure could lead to missed alarm reports. We will walk you through testing your alarm to confirm it is communicating and/or schedule a service call to diagnose the issue.

Please note, while testing the system confirms it is still communicating, it does not confirm that all devices (door contacts, motion sensors, smoke detectors, etc.) are working correctly. Your system should be tested on a regular basis to make sure each device is working correctly. Please contact our office to schedule a full system test, at least once per year. We will test each device and replace batteries in each wireless device.

I received a message that says “opening by…” or “closing by…” What does this mean?:

An “opening” is when your alarm system is DISARMED. A “closing” is when it is ARMED. If you are seeing these notifications, your system is set up to report each time someone arms/disarms the system. This information is helpful when monitoring people entering or leaving the premise. If you prefer not to receive these notifications, please contact our office.